Hathway — Not meeting the TRAIL standards

Address:

Maharashtra

ACC no : 116336
Name of : sheela james
Registered mobile no :[protected]

Dear sir

i am having to write this mail with utter frustration with your technical support after 3 over the call complaints and one visit to ur office here in thakur village.
complaint nos.
1>7994703
2>7942611
3>7970620

and several calls with assurances made to fix the issue after 20 days of calling ur technician made it to my house today and apparently did something to fix my network issue.
which has not got fixed.


What my issue is ;>

All pings to europe have doubled over the last month.
Due to which many issues are being caused.
1> my voip ie. skype (stutters when talking to europeans)
2>my online game is unplayable the only reason i took hathway was for its good pings.

This is the traceroute to the server which clearly shows that at HOP 7 the path followed by u guys to tata communications server in europe 7 302 ms * 322 ms if-9-5.tcore1.WYN-Marseille.as6453.net [80.231.217.17] is not working properly.

Tracing route to[protected].customer.teliacarrier.com [213.155.155.233]
over a maximum of 30 hops:

1 8 ms 10 ms 20 ms 10.90.0.1
2 23 ms 13 ms 13 ms 125.99.127.169
3 38 ms 34 ms 14 ms 203.212.193.38
4 34 ms 14 ms 17 ms 203.212.193.253
5 11 ms 10 ms 13 ms 115.113.163.73.static-pune.vsnl.net.in [115.113.163.73]
6 27 ms 27 ms 25 ms ix-0-100.tcore1.MLV-Mumbai.as6453.net [180.87.38.5]
7 302 ms * 322 ms if-9-5.tcore1.WYN-Marseille.as6453.net [80.231.217.17]
8 * 305 ms 307 ms if-8-1600.tcore1.PYE-Paris.as6453.net [80.231.217.6]
9 325 ms 342 ms 316 ms 80.231.154.86
10 330 ms 320 ms 340 ms prs-bb1-link.telia.net [213.155.132.224]
11 315 ms 350 ms 322 ms adm-bb4-link.telia.net [80.91.245.68]
12 319 ms 312 ms 324 ms adm-b5-link.telia.net [80.91.246.99]

This is the traceroute to the server which clearly shows that at HOP 7 the path followed by u guys to tata communications server in europe 7 302 ms * 322 ms if-9-5.tcore1.WYN-Marseille.as6453.net [80.231.217.17] is not working properly.

And the biggest concern of all :>

PACKET LOSS ( which ur technicians claim is related to speed asking me to upgrade to a 2mbps plan to fix it)

Packet loss occurs when one or more packets of data travelling across a computer network fail to reach their destination. Packet loss is distinguished as one of the three main error types encountered in digital communications; the other two being bit error and spurious packets caused due to noise.

Causes

Packet loss can be caused by a number of factors including signal degradation over the network medium due to multi-path fading, packet drop because of channel congestion,[1][2] corrupted packets rejected in-transit, faulty networking hardware, faulty network drivers or normal routing routines (such as DSR in ad-hoc networks [3]).


this is from wikipedia as u can see it has nothing to do with speed.

http://www.pingtest.net/result/78849527.png

this is hw much packet loss i am getting 6%.(due to which my ingame experience as well as voice communication is hindered.)

THE problem ;>
TRAI (Telecom Regulatory Authority of India) clearly states that isps need to provide less than 1% packet loss or else they face a fine of 1lakh
for proof of this kindly read the last page of the attached trai regulations pdf.

I wish to recieve a reply to this mail with a solution.

This mail was sent to them after wasting 200rs of talktime talkin to thier technical support. when i send this mail all i get is.

----- Forwarded Message -----

Your message to <[protected]@hathway.com> was automatically rejected:
Quota exceeded (mailbox for user is full)